Associate QNB First Customer Service

About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

The incumbent is primarily responsible to support the Customer Relationship Executives / Managers in managing and servicing QNB First account holders, including the timely provision of excellent banking services and ensuring all transactions instructed by the customer are completed in timely, manner handling day to day queries from customer professionally and handling customer in the branch premises.

• Support Relationship Managers and Executives in handling customer queries and complaints.
• Ensure timely complaint resolution and enhance customer satisfaction.
• Contribute to customer acquisition and retention initiatives.
• Support achievement of service KPIs and quality standards.
• Promote operational efficiency and cost consciousness.
• Act within delegated authorities and approved policies.

• Deliver high-quality customer service and exceed customer expectations.
• Assist customers visiting the branch and respond to inquiries promptly.
• Handle customer requests within established turnaround times.
• Promote and cross-sell QNB products and services.
• Build and maintain strong relationships with customers and internal stakeholders.
• Participate in customer communication activities, loyalty programs, and promotional campaigns.
• Maintain complete confidentiality when dealing with customer information.
• Proactively identify customer needs and recommend suitable banking products and solutions.

• Work closely with QNB First Relationship Managers to improve service quality and resolve customer issues.
• Manage implementation of customer products, services, and applications in accordance with service standards.
• Accept shift work schedules as per bank policies.
• Assist customers in completing banking forms and applications, including:
  
  Account opening ATM card requests Credit card applications Cheque book requests Standing order instructions
• Process customer-related activities such as:
  
  Account opening Customer data maintenance Issuance of balance and no-liability certificates Maintain customer databases, records, files, registers, and tracking systems. Process authorization requests and downloads as required.
• Ensure compliance with service quality standards and audit requirements.
• Escalate unresolved issues to the QNB First Service Manager.

• Maintain knowledge of customer relationship management practices.
• Pursue professional development opportunities.
• Stay current with developments in banking and financial services.

• Bachelor’s degree in one of the following disciplines or a related field:
• Marketing
• Banking
• Finance
• Accounting
• Economics
• Business Administration
• Information Technology

Minimum 2 years of relevant banking experience. International banking experience is preferred.

Resume/CVPassport QIDEducation Certificate Birth Certificate